Cam & Uley Family Practice Also known as The Orchard Medical Centre

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the practice involved people and treated them with compassion, kindness, dignity and respect. At our last assessment, we rated this key question as Good. At this assessment, the rating remains the same. The practice always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

During the on-site inspection, we observed the staff were courteous, supportive, and compassionate both over the telephone and in person. Feedback from the National GP Patient Survey indicated that people felt listened to and treated with kindness. Staff demonstrated an awareness of the specific needs of their patient population and adopted a holistic approach to care. They showed empathy and a non-judgemental attitude, while also respecting individuals’ personal, cultural, social, and religious backgrounds. Staff reported that they provided timely and appropriate information to help people understand their care, treatment, or condition. During our on-site visit to the main practice, we noted that clinic rooms were not equipped with locks. Patient privacy and dignity was maintained through the use of privacy curtains and clear signage on doors to indicate when the rooms were occupied.

Staff told us they gave people time and space to explain their symptoms and offered treatment in a person-centred way. People’s personal, cultural, social, religious and equality characteristics needs were understood and met. People’s records were personalised, and wishes were recorded on their care record. There was a process to share electronic care records with other local health and care professionals where required. The practice requested feedback from people, following an appointment via a friends and family survey. The practice monitored this for reoccurring themes and acted depending on the nature of the concern. Although some individuals noted that access could be difficult, the practice was actively introducing a new electronic triage system to address and improve this.

Staff had completed training to support and promote people’s independence. Staff told us they gave people information and supported them to make informed choices. Staff respected the choices and decisions people made. Staff helped people and their carers to access advocacy and community-based services. Staff respected the choices and decisions people made. The main practice was equipped with disabled access and hearing loops. In contrast, while the branch surgery had a ramp to access the building, people had to navigate steep steps to enter, and there was no level access. Additionally, there were further steps down to the GP consultation room. People with mobility or access needs were offered appointments at the main practice. It was also noted the branch surgery did not have a hearing loop. Staff reported that they accommodated people with hearing impairments by speaking clearly and loudly. The facilities and premises were limited due to the age of the building; however, appropriate adaptations had been made for the services being delivered.

The practice took time to listen to and understand people’s needs, preferences, and concerns. Staff were attentive and responsive, addressing issues promptly to reduce any discomfort, worry, or distress. An appointment triage system was in place to ensure those with urgent needs could access care quickly. While feedback from people was mixed some reported difficulty accessing appointments when needed. However, the service had a clear process for assessing appointment requests and prioritising same-day care for those requiring urgent attention.

The practice cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were valued by leaders and were supported to complete additional training to take on extra responsibilities. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff reported being supported if they were struggling at work.